Daniela Ortiz Morales
London
Summary
Personable Senior Client Relationship Specialist with strong communication skills with proficiency in client relationship-building. Strong leader and problem-solver dedicated to streamlining operations to maintain high customer retention rate and promote organizational efficiency. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
Work History
Senior Client Relationship Specialist
Sedex
07.2023 - Current
- Forged and nurtured impactful relationships with customers to cultivate loyalty.
- Developed client proposals addressing product and service needs and solutions.
- Collaborated with internal teams to assess client needs, pain points and revenue strategy.
- Resolved service problems by clarifying customer complaints, identifying root causes and developing catered solutions.
- Addressed client requests for basic and ad hoc reports and provided consistent updates to proactively provide project status.
- Logged call information and solutions provided into internal database.
- Reduced process inconsistencies by creating a play book and by effectively having trained team members on best practices and protocols.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Coordinated with product managers to resolve issues and improve client service delivery.
- Assisted with special marketing projects by coordinating distribution of marketing mailers, contacting customers to explain new marketing campaigns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Communicated with customers to assess and address individual needs, providing timely and quality support via CRM system.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Excellence
Sedex
01.2022 - 06.2023
- Interacted well with suppliers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Collaborating with other departments to create awareness of areas of improvement required within Sedex Platform.
- Kept clear record of all communications via CRM system.
- Liaised effectively with the finance department on Payments and Refunds to make sure payments where allocated correctly and in a timely manner.
- Collaborated with internal teams to assess client needs, pain points and revenue strategy.
- Logged call information and solutions provided into internal database.
- Communicated with customers to assess and address individual needs, providing timely and quality support via CRM systems.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Bolstered customer retention by inspiring interest in new product features or/and services.
Community Manager for WHS SMITH
Socialbear
09.2021 - 12.2021
- Delivered prompt service to prioritize customer needs.
- Interacted with clients’ online audiences
- Created a network in which followers can connect, share, and grow
- Escalated and spotted potential PR threats pro-actively with great detail
- Followed moderation briefs
- Effectively responded to all community customer service responses generated from our client accounts
- Actively made amendments to customers’ orders through a backend CRM system.
- Built and maintained a good rapport with colleagues, suppliers, and customer
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed timely and effective replacement of damaged or missing products.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Verified transactions, product orders and shipping dates and entered information into databases and reports.
- Logged communication and solutions provided into internal database.
Customer Service Agent
Belvilla @Leisure
05.2016 - 08.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Communicated with clients regarding account services, statements, and balances.
- Entered customer interaction details in CRM system to track requests, customer satisfaction, document problems, and record solutions offered.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Increased customer retention by creating and offering unique discount options and inspiring interest in new available holiday homes to rent
Education
Master of Science - Emerging Economies And International Development
King's College London
London09.2021
Bachelor of Arts - International Relations And Modern Languages
University of Greenwich
London2020
Skills
- Critical thinking
- Coordination
- Collaborative Environments
- Adaptive Team Player
- Communication skills
- Prioritization
- Document and Records Management
- Volunteer Relations
- Problem Resolution
- Report Transcription
- Active Listening
- Language
Languages
Spanish, Dutch
Native language
English
Proficient
C2
Italian
Advanced
C1
Timeline
Senior Client Relationship Specialist
Sedex
07.2023 - Current
Customer Excellence
Sedex
01.2022 - 06.2023
Community Manager for WHS SMITH
Socialbear
09.2021 - 12.2021
Customer Service Agent
Belvilla @Leisure
05.2016 - 08.2018
Master of Science - Emerging Economies And International Development
King's College London
Bachelor of Arts - International Relations And Modern Languages
University of Greenwich
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